FAQs

🤖: We accept all major credit and debit cards, including Visa, MasterCard, American Express, and Discover. You can also pay securely via PayPal.

For international customers, currency conversion will be handled by your bank or PayPal.

🤖: No worries—just click “Notify me when available” on the product page and drop us your email. We’ll ping you as soon as it’s back!

📧Sometimes our emails may take a detour—check your spam folder just in case!

🤖: We move quickly — orders are usually packed within 1-3 business days.

If you’ve had a change of heart, just email us at info@palform.com ASAP before your order goes out, and don’t forget to include your order number—we’ll see what we can do!

🕒 Note: Edited orders may take an extra business day to process.

🤖: Your PalForm companion is getting ready to meet you! ✨

We usually pack and dispatch orders within 1–3 business days (Monday to Friday). If your order is placed after 8:00 AM PST, it’ll be processed the next business day. 

If your order includes a personalized item, we’ll need a little extra time (3–5 business days) to make it just right for you. 

🕒 Note: During certain periods (e.g. holiday season, inventory checks, or major sales events), dispatch times may be extended to 5–7 business days. We appreciate your patience and will notify you of any unusual delays—but we promise it’s worth the wait!

🤖: Shipping times are estimated in working days, might slow down a bit during holiday seasons. Once your package is on its way, you’ll receive a shipping confirmation with tracking info so you can follow its path to your doorstep.

🤖: UK and International Orders - Yes - all orders are DDP (Delivered Duty Paid), meaning prices include VAT and you won’t have to pay extra on delivery.

🤖: PalForm is always expanding our delivery zones.

We are ready for lift-off to many corners of the world — from the UK and US to parts of Europe and Asia. Not sure if we reach your doorstep? Just send us a message at info@palform.com and we’ll check in a flash.

🤖: Shipping is calculated at checkout based on your delivery address.

And if your cart reaches a certain amount (depends on where you are), shipping might just be on us. 

United Kingdom: Orders over £170

European Union: Orders over around €235 or €295

United States: Orders over around $315

Rest of the World: Orders over around $315

*Your exact free shipping threshold will be calculated based on current exchange rates at checkout.

🤖: First off — don’t panic! We’re here to help.

🚪 For Marked as Delivered package: Sometimes, tracking updates may mark a package as “delivered” before actually arrives. This is usually resolved within a few days. We recommend checking around your delivery area (behind planters, porches, side doors), with neighbors, or your building's reception/office. If your package still doesn’t appear, you may also wish to contact the shipping carrier directly for further support.

✈️ For Lost in Transit package: If your package is stuck in space (aka no tracking updates for over a week), let us know. We’ll work with the carrier to track it down or figure out the next steps.

📤 For Stolen or Misdelivered Orders: Unfortunately, if your parcel is marked as delivered and then stolen or delivered to the wrong address, we are not able to offer refunds or replacements — once it’s confirmed as delivered, it’s out of our hands. We suggest shipping to a secure and reliable address to avoid any trouble.

📬 If a package is returned to us due to address issues or unsuccessful delivery attempts, we’re happy to reship it to you. Please note that additional shipping fees will apply. Alternatively, we can issue a refund for your order, excluding the original shipping cost.

🤖: At PalForm, we hope every item you bring home adds a bit of joy and warmth to your daily life. But if something doesn’t feel quite right, we’ll try to make things better.

🕒 Return Window

You can return or exchange your item within 14 days of receiving it. Just drop us a message at info@palform.com—we’ll walk you through the process.

📦 Return Conditions

To be eligible for a return or exchange:

The item must be unused, unwashed, and in original packaging, with all tags and parts intact.

We cannot accept returns for on sale or final sale items, limited-time promotions, or custom products.

Please note: Each PalForm item is partially handcrafted, including hand-welded or assembled components. As a result, slight variations or subtle handmade marks may be present. These are part of the product’s character and not considered defects.

🚚 Return Shipping

We can not cover the cost of return shipping. If you’d like a prepaid return label, we can email it to you and deduct the cost from your refund. And please pack your return securely—we aren’t able to refund items that arrive damaged in transit.

💳 Refund Options

Once your return is received and approved, we’ll let you know if the refund was approved or not. If approved, your refund will be automatically issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

❗ If Something’s Not Right

If a returned item doesn't meet our return criteria (worn, damaged, etc.), we’ll let you know. You can choose to have it sent back to you (shipping fee apply), or we may not be able to issue a refund.

🤖: If your item arrives damaged, please contact us within 48 hours of delivery with your order number and clear photos of both the item and its packaging. Once reviewed and confirmed, we’ll arrange a replacement, refund, or store credit. Please hold on to all original packaging until the issue is resolved. Kindly note that minor variations or marks my result from our handcrafted process—these are part of the product’s character, not considered defects.

🤖: We don’t currently offer direct product exchanges.

If you’d like a different item, the best way is to return your order for a refund, then place a new order for the item you prefer. This allows us to process your request faster and ensure you receive exactly what you want.

We’re working towards offering a more seamless exchange process in the future—thanks for bearing with us as we grow.

🤖: Our products are technically dishwasher safe. However, for better preserve the surface finish and overall appearance, we recommend hand washing with warm water and a mild detergent. Gently dry with a soft cloth after cleaning to prevent watermarks. Frequent exposure to high temperatures and aggressive dishwasher cycles may accelerate wear. A gentler cleaning approach will help keep your PalForm piece looking its best for years to come.

🤖: To restore its shine, you can gently clean it with a paste made from baking soda and water or a stainless steel polish. Wipe with a soft cloth, rinse well, and dry completely.

🤖: Yes. We recommend cleaning your item promptly after use to avoid long-term residue or stain, especially from acidic or alkaline food or liquid. Leaving such substance on the surface may affect the appearance over time.

🤖: No, our products are not microwave safe. Stainless steel reflects microwave radiation instead of absorbing it, which can cause sparks, damage your microwave, and even be a fire hazard. For safety, do not use them in the microwave.

🤖: Avoid using harsh cleaners that contain bleach or chlorine. Also, do not use steel wool, sandpaper, or hard brushes, as they may scratch the surface.

🤖: Interested in carrying PalForm products in your store? We’d love to hear from you! Please email us at sales@palform.com to discuss wholesale opportunities.

🤖: We offer exclusive trade discounts for interior designers, architects, retailers, and other industry professionals.

If you're sourcing for a project, retail space, or business needs, we'd love to work with you.

👉 Reach out to us at sales@palform.com to learn how to qualify.

🤖: Interested in a bulk order for your team, event, or store? Or looking to co-create a custom piece with us?We’re always open to meaningful collaborations and special projects. Get in touch—we’d love to hear your ideas! 

👉Get in touch via sales@palform.com

at info@palform.com, thanks!